About the Complaints Process

We take the matter of complaints very seriously and we want to make sure that the service we provide to communities is professional, effective and efficient. Avon & Somerset's Police & Crime Commissioner works with the Chief Constable and the police to make sure that the service provided to our communities is of the highest standard.

We recognise that there will be times when people feel dissatisfied with the service they have received. This may come about as a result of a particular incident in which they are involved, a policy decision about the policing of their neighbourhood or the conduct of a particular person employed by the police or the Police & Crime Commissioner (PCC).

There are four main bodies involved in complaints about policing and the Police; your Police & Crime Commissioner (PCC) the Police & Crime Panel (PCP) which holds the PCC to account; the Chief Constable who has direction and control of the Constabulary; and the Independent Police Complaints Commission (IPCC) that deal with serious complaints. Each one takes matters of complaints seriously and each has separate responsibilities under the legislation governing policing to make sure that the right people address the right things in the right way.

Which of these bodies is the appropriate one to deal with a complaint about policing or the Police will generally depend on the matter being complained about, its nature and severity.

Your complaints

We take all complaints seriously and if you have taken the time and trouble to make a complaint we will listen to you, find out the facts and take appropriate action. An 'easy read' version of how to make a complaint about the police can be found here.

Our focus is to resolve your complaint and get a proper outcome. I want to take into account your initial complaint and your views, base the outcome on the facts established, and ensure that the result is appropriate to the seriousness of the circumstances.

Learning the lessons

The handling of complaints provides one of the most valuable feedback mechanisms for our organsiation. We have a commitment to learn, whether from individual complaints or from broader analysis of the type of complaints received by the police and the Commissioner's office and we will share that learning both internally and externally in order to keep improving your police service.

Our priorities are getting it right and if we fail, putting things right; being person-focused; open and accountable; acting fairly and proportionately; and seeking continuous improvement.